Quantitative methods in process improvement. Six Sigma. Competencies for key personnel and their organizations in relation to Six Sigma and Lean implementation

This work describes a strategy to reduce the cost associated with poor quality, by reducing the parts per million defects by Defining, Measuring, Analyzing, Implementing and Controlling (DMAIC) the production process. The method uses a combination of principles of Six Sigma applications, Lean Manufacturing and Shanin Strategy. The process has been used in analyzing the manufacturing lines of a brake lever at a Connecticut automotive components manufacturing company for reducing the cost associated with the production of nonconforming parts. The analysis was carried out with the help of the data collected on nonconformance parts and the application of phase change rules from DMAIC (+). Data analysis was carried out on statistical process control softwares, MINITAB and SPC XL 2000. Although, the problem of tight bushing existed on only one line of the brake lever assembly, this problem solving approach has solved the tight bushing problems on all assembly and alternates lines in a time- and cost-effective way.

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Credit card account opening excellence using six sigma methodology

International Journal of Lean Six Sigma ◽

10.1108/ijlss-08-2015-0029 ◽

2016 ◽

Vol 7 (3) ◽

pp. 294-323 ◽

Cited By ~ 6

Author(s):

Samsul Islam

Keyword(s):

Process Improvement ◽

Six Sigma ◽

Credit Card ◽

Current Knowledge ◽

Case Study Methodology ◽

Content Type ◽

Study Results ◽

Six Sigma Methodology ◽

Six Sigma Approach ◽

Opening Process

Purpose This study aims to expand the current knowledge of the Six Sigma approach in a period of time when there is little direct evidence of the need to improve the credit card account opening process. This is an important but neglected area of focus in the Six Sigma literature. This study explores the extent to which process improvement practices are extended to the credit card department. Design/methodology/approach A case study methodology is adopted in this study to facilitate an exploration of the implemented Six Sigma approach in the credit card department of a leading commercial bank. The process improvement tool used is the define, measure, analyze, improve and control (DMAIC) cycle. Findings The study’s results confirm that the Six Sigma approach improves the quality of the credit card account opening process. So, the Six Sigma approach can account for a reduced number of keying-in errors, resulting in better data accuracy and improved customer satisfaction. Research limitations/implications The authors, in an attempt to render the study results more feasible for data collection, have chosen to focus on the process of the new accounts unit of the credit card department. Therefore, the authors have not taken into account the other units (e.g. transaction processing) of the same department. Practical implications The results of this study will be useful in persuading bank management to evaluate and implement the Six Sigma approach. Hence, this research will assist bank managers with replies to questions, such as: “What impact will Six Sigma have on process-centric improvement, such as the new accounts opening process of a credit card department?” Originality/value Within the literature on the Six Sigma practice, there is little research that focuses on the implementation of this particular toolset especially for credit card departments. This indicates a gap in the field. A new contribution to bridging that gap comes from the analysis of the results for the Six Sigma concept, which addresses the new accounts opening process.

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